Facebook: connect messages

You can connect Facebook with Bitrix24 Open Channel and reply to Facebook messages in Bitrix24 Messenger.

  1. Go to CRM > Add-ons > Contact center and click Facebook in this section.

  2. Select an Open Channel to which you want to connect Facebook messages and click Connect.

  3. Log in to your Facebook account.

    Only the Facebook page administrator can connect it with Bitrix24. If you don't have a Facebook page, click Create.

    If the Facebook page is not displayed in the list of available pages when connecting it to Bitrix24, you have to configure access permissions to this page manually. Read more in the article - Fix problems with connecting Instagram and Facebook to Bitrix24.

  4. Select a Facebook page to connect with Bitrix24 and click Connect.

Done! Facebook is connected.

How it works

Your client sends you a message via Facebook Messenger.

You'll receive only Facebook messages in Bitrix24 Messenger, not Facebook posts or comments.

You get this message in Bitrix24 Messenger and reply to your customer there.

If there is no such a client in your CRM database, a new lead is created (automatically or manually, depending on which option you've enabled in the Open Channel settings).

Important features of connecting Facebook messages

  • The operator should reply to the client's messages on Facebook within 24 hours after the last message of the client. After 24 hours, the operator's messages will not be delivered to the client.

    Learn how to extend correspondence window from 24 hours to 7 days.
  • When you disconnect the connected Facebook user in Open Channel settings, the Facebook page gets disconnected too.

  • If the connected Facebook user loses his/her administrative rights, this Facebook page gets disconnected automatically.

  • You can connect Facebook Page only (not groups).

  • Any Bitrix24 administrator can connect/disconnect Facebook pages if he/she has access permissions to Open Channels settings.

  • You cannot connect the same Facebook page with Open Channels in several Bitrix24. Only the one that was connected last will work.

  • If your message contains more than 640 characters, it will be sent split.

  • You cannot edit/delete messages in this Open Channel.

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